Service Level Agreement (SLA)
Last updated: March 2026
1. Uptime Guarantee
iSale.deals guarantees a monthly uptime of 99.9% for its core platform services, measured as the percentage of total minutes in a calendar month during which the platform is available and functional.
Uptime is calculated as: ((Total Minutes - Downtime Minutes) / Total Minutes) x 100
"Downtime" means any period during which the platform is unavailable as confirmed by our external monitoring systems, excluding scheduled maintenance windows and force majeure events.
2. Scheduled Maintenance
Routine maintenance is performed during a standing maintenance window:
Sundays, 02:00 – 06:00 CET (Central European Time)
UTC+1 in winter / UTC+2 in summer (CEST)
- Scheduled maintenance windows are excluded from uptime calculations.
- We will notify customers at least 72 hours in advance for maintenance expected to cause downtime exceeding 15 minutes.
- Emergency maintenance (security patches, critical fixes) may occur outside the regular window. We will provide as much notice as reasonably possible.
3. Support Response Times
Initial response times vary by plan tier. All times are measured during business hours (Mon–Fri, 08:00–20:00 CET) unless otherwise noted.
| Plan Tier | Initial Response Time | Support Channels |
|---|---|---|
| Closer | 48 hours | |
| Team | 24 hours | |
| Growth | 12 hours | Email, Chat |
| Business | 4 hours | Email, Chat, Phone |
| Enterprise | 1 hour | Email, Chat, Phone, Dedicated CSM |
Enterprise customers with a dedicated Customer Success Manager (CSM) receive 24/7 priority support for P1 incidents.
4. Incident Severity Levels
Incidents are classified into four severity levels that determine response and resolution targets:
| Severity | Description | Response Target | Resolution Target |
|---|---|---|---|
| P1 — Critical | Complete service outage or data loss affecting all customers. Core platform inaccessible. | 15 minutes | 4 hours |
| P2 — High | Major feature unavailable (e.g. call analysis, CRM) with no workaround. Significant business impact. | 1 hour | 8 hours |
| P3 — Medium | Feature partially degraded with workaround available. Limited business impact. | 4 hours | 48 hours |
| P4 — Low | Minor issue, cosmetic defect, or general question. No business impact. | 24 hours | 5 business days |
5. Incident Response Procedures
- Detection: Automated monitoring systems continuously check all platform endpoints. Alerts are triggered immediately upon anomaly detection.
- Triage: On-call engineers assess severity within the response target window and assign appropriate resources.
- Communication: For P1 and P2 incidents, affected customers are notified via email and in-app notification within 30 minutes of confirmation.
- Resolution: Engineering teams work continuously on P1 incidents until resolved. Status updates are provided every 30 minutes for P1 and every 2 hours for P2.
- Post-Mortem: A root cause analysis is published within 5 business days of resolution for all P1 and P2 incidents.
6. Service Credits
If monthly uptime falls below 99.9%, eligible customers may request service credits applied to their next billing cycle:
| Monthly Uptime | Service Credit | Condition |
|---|---|---|
| 99.0% - 99.9% | 10% of monthly fee | Below target but above 99.0% |
| 95.0% - 99.0% | 25% of monthly fee | Significant service degradation |
| Below 95.0% | 50% of monthly fee | Major service failure |
- Credits must be requested within 30 days of the affected month.
- Maximum credit per month: 50% of monthly fees.
- Credits are applied to future invoices and are not refundable as cash.
- Customers on free trials or the free Closer plan are not eligible for service credits.
7. Exclusions & Force Majeure
The uptime guarantee and service credits do not apply to downtime caused by:
- Force Majeure: Natural disasters, war, terrorism, pandemics, government actions, or other events beyond our reasonable control.
- Third-party infrastructure: Outages of upstream providers (AWS, Vercel, Cloudflare, Stripe, OpenAI) that are outside our direct control.
- Customer actions: Issues caused by customer-side network connectivity, browser incompatibility, or misuse of the platform.
- Scheduled maintenance: Downtime during announced maintenance windows.
- Beta/preview features: Features explicitly marked as beta or preview.
- DNS propagation: Delays related to DNS changes or domain configuration.
8. Reporting & Transparency
- Business and Enterprise customers receive a monthly uptime report via email.
- Platform status and incident history are available at our status page.
- We publish post-mortem reports for all P1 and P2 incidents within 5 business days of resolution.
9. Contact
For SLA-related inquiries, service credit requests, or to report an incident, contact us at support@isale.deals.
See also: